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| Original Message Added : 8 Dec 2009 - (Edited : 18 Apr 2012) The customer reviews on FreeIndex help consumers to make informed decisions. The reviews are posted directly by consumers who have their own validated account on FreeIndex, and have the ability to edit what they have written at any time. Reviews determine where businesses are displayed in our listings / search results. Companies with the highest listing position, calculated from their review score will appear at the top. We care deeply about the trustworthiness of the content on FreeIndex. To ensure that our review system does not get abused, we have developed a number of automated checks which are designed to spot unusual behaviour patterns. Whilst it is impossible to guarantee that any review is 100% genuine, our system is now very good at spotting potential problems. We flag all reviews that have failed our tests, and these reviews do not count towards a business’s overall star rating or listing position on the site. As with everything else on the site, we also manually check the reviews on a day by day basis. How companies can get reviews The best way for companies to get reviews from their customers is to simply email them and ask them politely to provide you with some feedback. Customers should write the review on their own computer in their own time. Companies may send their customers their unique 'Review Link' (which is provided in green type on this page) or simply send them a link to your company's profile page, where they can click on the 'Write Review' button. Companies may also choose to put their review link at the bottom of their emails, or on their website. Attempting to create an account for your customers and then posting a review on their behalf is absolutely not allowed, even if you have the customer's permission to do so. Customers need to be in control of what is published on the web under their name. Violation of this rule may lead to companies being removed from FreeIndex. Incomplete Reviews A review is flagged as incomplete when a customer hasn't verified their email address. When a customer writes a review they must click on a link in their email to confirm their email address is genuine. They only need to do this once. This helps us verify that the user is genuine. A business can see when one of their reviews is incomplete and can send the customer another copy of a verification email by clicking on their review within My FreeIndex and then clicking the 'Resend Email' button. Review Removal We reserve the right to remove any review from FreeIndex. Please note that we do not remove negative reviews which do not breach our terms of use. It's up to the business to contact the customer and sort out the problem. The customer can always update or remove their review if they choose. As outlined in our terms of use, the main reasons for reviews being removed are:
How companies can deal with negative reviews Every now and then, a business may receive some negative feedback. This is normal in the real world - you can't please all of the people, all of the time. We believe that, when properly handled, negative reviews can be used to show how well a business deals with dissatisfied customers. Businesses can publicly reply to a review, showing that they care about the customer's concerns, and offering possible methods of solving the problem. This demonstrates a high level of customer service and reassures other users that the business does listen and will work to resolve any complaints they may receive. A business may respond to any review and this is displayed directly below the review itself. Queries concerning reviews If a review about your business has been removed from the site, or flagged by our systems, then we cannot give you any specific information about why this has happened, and we cannot respond to queries that we receive about these issues. If you believe that your business has received a review which does not conform to our terms of use, then please let us know and we will take further action as appropriate.
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